Event Calendar

Wednesday, October 5, 2022

Customer Service Essentials (CCEP)

Start Date: 10/5/2022 9:00 AM CDT
End Date: 10/5/2022 4:00 PM CDT

Venue Name: Holiday Inn South

Location:
4751 Owen Ayers Ct
Eau Claire, WI  United States  54701

Organization Name: Wisconsin Electric Cooperative Association

Contact:
Wendy Fassbind
Email: wendy@weca.coop
Phone: (608) 467-4589



ROOM BLOCK
Location: Holiday Inn South
Room Block Name:  WECA
Room Cut-Off: Monday, September 5
Rate: $118.95

Registration: 8:30 a.m.
Program: 9 a.m.-4 p.m.

Customer Service Essentials (#5301.1)
1-1/2 Skill Builder Credits

Excellent customer service is at the heart of the cooperative business. How an individual responds to a high-bill complaint, power outage, or rate increase can make the difference between a happy, loyal, and engaged member and one that is unsatisfied and discontent.

In this course, you will gain foundational knowledge, leverage proven techniques, and apply best practices that will help you increase consistency and professionalism needed to create positive impressions with every member interaction.

With Customer Service Essentials you will learn how to communicate with members in a relatable, authentic, and professional way—in person, over the phone, and via email.

Learning objectives:
  • Be aware of specific standards that are expected within each and every phone call, email communication, and customer interaction, and how to achieve that standard.
  • Learn how to productively resolve conflict using words and phrases that produce positivity and promote progress.
  • Learn techniques to develop customer rapport and conversation control from the beginning.
  • Guide a phone conversation or email communication from the start and stay in control, while ensuring that the customer's needs are not only met but exceeded.
  • Learn purposeful use of communication tools: word choice, voice tone, body language, and proper email etiquette.
  • Deliver a difficult message and move conversations forward productively while keeping the customer’s receptivity and engagement intact.
Key Topics:
  • Handling difficult customers
  • Customer etiquette
  • Positive communication
  • Personal responsibility/ownership mentality

Please note that an inherent risk of exposure to COVID-19 exists in any public place where people are present. By attending this event, you voluntarily assume all risks related to exposure to COVID-19.


Associate Membership

Associate membership in the Wisconsin Electric Cooperative Association provides a continuing opportunity for providers of goods, services, materials, and equipment to build and maintain networking contacts with Wisconsin's electric co-ops and others with interests and needs related to all aspects of the electric power industry.

Learn More  >